Last December I became a proud owner of a Fitbit Surge to track my daily activities.
My problems began in mid May when my first tracker showed condensation in the screen after workouts. Support immediatly sent over a replacement (to my suprise). The problem is that its home button is unresponsive!
YEAP second tracker also has a problem!
One might say that isn't a problem ... just tell support and they'll solve your thing.
Well that is what I did and they want me, to send over my tracker to Holland, cover the courier expenses myself and when they receive the tracker they will then send over a replacement.
Of course they want the tracker BUT comme on, I called a courier and it costs 35Euros to send the thing there.
Wouldn't it be a better aftersales behaviour, towards a customer who's paid 200 Euros for your watch, to NOT ask him/her to cover this expence for a problem that is really Fitbit's?
Am I exagerating in thinking that I feel like an idiot that I will have to pay for their mistake?
I didn't want to purchace a broken watch at the first place!
Next time when I'm over the counter and thinking of purchasing another tracker, Fitbit will probably not be on my list if they still insist.
I'll keep you posted!
